This role is needed to support Contact Center environment(s). The ideal candidate would have knowledge of Contact Center Administration and have a mix of both Avaya and Genesys platforms. The candidate must also demonstrate the ability to work in a team environment and work with other departments.

Requirements:
• Knowledge of a Contact Center platform to update and/ or develop detailed documentation on call flows
• Develop integration points to external data sources
• Understand logic to develop self-service applications
• Experience with reporting and analysis from Telecom and Contact Center environments
• Telephony experience
• Work with our vendor partners to fully understand the contact center related architecture of both of the environments and how calls move from one system to another toward their final destination
• Act as liaison between the development staff and the Contact Center team
• Maintain the contact center programming/ call routing and ensure it is programmed as efficiently as possible.

Preferred Skills:
• Great communication skills and working in a team room environment.
• Agile methodologies
• Understanding of scripting languages like Python
• Understanding of tools like Splunk to analyze data
• Traditional and browser based user interfaces to collect, manipulate, and display data
• Develop reports and data exports from collected data that will be used for multi-dimensional analysis and management feedback using a variety of report generation tools.

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